Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Languages
Field Experience
Timeline
Generic
Magdalene Afua Mensah

Magdalene Afua Mensah

Accra

Summary

Skilled Real-Time Analyst with a background in monitoring, interpreting, and analyzing complex data sets. Strengths encompass streamlining processes, enhancing operational efficiency, and providing comprehensive reports for informed decision-making. Previous roles demonstrated significant impact by identifying trends and anomalies in real-time data to prevent potential issues and optimize system performance.

Overview

4
4
years of professional experience

Work History

Real-Time Analyst (RTA)

Concentrix Ghana
Accra
10.2023 - Current
  • Monitor live performance metrics to ensure alignment with service level agreements (SLAs) and company goals.
  • Built dashboards and reports utilizing Tableau to track business performance metrics.
  • Analyzed customer data to identify trends and opportunities for improvement in real-time.
  • Developed automated processes to streamline data collection, analysis, and reporting.
  • Analyze and interpret real-time data to forecast staffing needs, and adjust workflows accordingly.
  • Ensure schedule adherence by tracking agent availability and occupancy.
  • Coordinate with workforce management to optimize shift scheduling, and improve overall coverage.
  • Identify patterns or issues affecting performance, and propose proactive solutions.
  • Communicate timely performance alerts to management to enable prompt corrective actions.
  • Collaborate with team leaders to manage intraday activities, and minimize downtime.

Customer Service Advisor

Concentrix Ghana
Accra
10.2022 - 10.2023
  • Delivered exceptional customer support via multiple communication channels.
  • Used platforms such as Salesforce and OmniHub to log, track, and resolve customer issues.
  • Handled order tracking, shipment delays, and complaint resolutions, with a focus on customer satisfaction.
  • Developed strong interpersonal and communication skills through daily customer interactions.
  • Educated customers on product features and benefits to support sales efforts.
  • Assisted customers with product selection, order placement, billing questions, and returns.
  • Provided customer service by responding to inquiries and resolving problems in a timely manner.
  • Managed complex customer accounts requiring special attention or escalation.
  • Answered customer calls, emails, and live chat inquiries promptly and courteously.

National Service Personnel – Monitoring & Evaluation Department

Cocoa Health and Extension Division (CHED) – COCOBOD
Accra
10.2021 - 09.2022
  • Entered data into tracking tables and Excel dashboards for performance monitoring.
  • Conducted research to support new agricultural programs.
  • Contributed to quarterly and annual performance reports.
  • Compared program targets with actual results to evaluate effectiveness.
  • Participated in field evaluations and data collection.
  • Completed day-to-day duties accurately and efficiently.
  • Updated and maintained databases with current information.

Education

Bachelor of Science - Agriculture

University of Ghana
Legon
01-2021

Bachelor of Science - General Science

St. John’s Grammar Senior High School
Accra
06-2017

Skills

  • Excellent communication and interpersonal abilities
  • Multitasking and adaptability under pressure
  • Team leadership and collaboration
  • Problem solving and solution-oriented thinking
  • Data visualization
  • Performance monitoring
  • Customer relationship management
  • Schedule adherence
  • Data analysis
  • Analytical thinking
  • Time management
  • Scheduling management

References

  • Mr. Charles Kabutey, Deputy Manager, M&E – COCOBOD, 024 303 2968
  • Madam Christiana Amoatey, Lecturer, University of Ghana, 026 472 4862
  • Mr. Eric Bani, Technical M&E Manager – COCOBOD, 024 446 2326

Hobbies and Interests

  • Reading and research
  • Sharing innovative ideas and knowledge
  • Playing logic-based games (e.g., puzzles, Sudoku)

Languages

  • English, Fluent
  • Ga, Fluent
  • Twi, Fluent

Field Experience

  • Soil and Irrigation Research Centre (SIREC): Tilapia and Rice Production
  • Forest and Horticultural Research Centre (FOHCREC): Rubber and Cocoa Production
  • Livestock and Poultry Research Centre (LIPREC): Poultry, Piggery, Vegetable, and Dairy Production

Timeline

Real-Time Analyst (RTA)

Concentrix Ghana
10.2023 - Current

Customer Service Advisor

Concentrix Ghana
10.2022 - 10.2023

National Service Personnel – Monitoring & Evaluation Department

Cocoa Health and Extension Division (CHED) – COCOBOD
10.2021 - 09.2022

Bachelor of Science - Agriculture

University of Ghana

Bachelor of Science - General Science

St. John’s Grammar Senior High School

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Magdalene Afua Mensah